A knowledge management approach to user support

Eales, R. T. Jim 2004, A knowledge management approach to user support, in AUIC 2004 : User Interfaces 2004 : Proceedings of the 5th Australasian User Interface Conference, Australian Computer Society Inc, Sydney, N.S.W., pp. 33-38.

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Title A knowledge management approach to user support
Author(s) Eales, R. T. Jim
Conference name Australasian User Interface Conference (5th : 2004 : Dunedin, New Zealand)
Conference location Dunedin, New Zealand
Conference dates 18-22 Jan. 2004
Title of proceedings AUIC 2004 : User Interfaces 2004 : Proceedings of the 5th Australasian User Interface Conference
Editor(s) Cockburn, Andy
Publication date 2004
Start page 33
End page 38
Total pages xiv, 128 p.
Publisher Australian Computer Society Inc
Place of publication Sydney, N.S.W.
Keyword(s) User support
Communities of practice
Collaborative support
Recorded demonstrations
Summary This paper considers the problem of computer user support and workplace learning in general. Theoretically our work is influenced by ideas on knowledge management, expertise networks and communities of practice. Our approach seeks to tap into the powerful and situated learning potential of the collaborative support provided by colleagues. We consider that such support could be enhanced through the use of a collaborative support system. We outline our investigations into design issues, a generic model and various experiments related to the development of such a system. In particular, we emphasise the value of recorded demonstrations for representing computer-related practice. We present a number of design conclusions derived from our experiences, and warn that whereas active user participation is the essential ingredient in a support system it is perhaps the most difficult thing to achieve.
ISBN 1920682104
Language eng
Field of Research 080602 Computer-Human Interaction
HERDC Research category E1 Full written paper - refereed
Persistent URL http://hdl.handle.net/10536/DRO/DU:30005405

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